By Debra Semans It seems that businesses are getting re-focused on customer satisfaction. Are your customers satisfied? How do you know? Unless you are actively asking customers about their experience, you can’t really be sure. Have they not come back because they had no need or because they had a poor experience the last time they did business with you? Customer … Read More
How to Manage Different Generations
Reprint of Wall Street Journal Article Managers are increasingly grappling with generational differences in their workforces. Problems can arise from differing mindsets and communication styles of workers born in different eras. The frictions may be aggravated by new technology and work patterns that mix workers of different ages in ever-changing teams. Baby Boomers, born between 1946 and 1964, are competitive … Read More
Business Continuity and Disaster Recovery in Customer Service
For larger companies, the contact center is a critical business system. These checklists, prepared by Roger Sumner, senior vice president of the Technology Office at Aspect Software, will help ensure that you ask the correct questions when planning for business continuity in this area. First acknowledge that the term ‘disaster’ encompasses a lot of unpleasant possibilities. Get specific about the … Read More
